My expectations for raising concerns and complaints
My expectations for raising concerns and complaints aims to help improve the way complaints are handled across the NHS and in social care. Produced in partnership with the Local Government Ombudsman and Healthwatch England, and in consultation with over 100 patients and service users and over 40 organisations, it describes people's expectations for good complaint handling.
This includes, knowing they have a right to complain and where to complain, being kept informed and feeling their complaint made a difference so the same thing does not happen to anyone else, and feeling confident to complain again.
NHS and social care organisations will be able to use My expectations to measure patients and service users experiences and help them improve how they handle complaints. It applies across the board, from GP surgeries to hospitals and home care services to residential care homes in England.
The Care Quality Commission has adopted My expectations as a measurement tool for its inspections, and work is being carried out with a range of organisations, including the Department of Health and NHS England, to ensure it is embedded across the NHS and in social care.
Your suggestions for how to ensure My expectations makes a difference are welcomed. Please email MyExpectations@ombudsman.org.uk with your ideas, comments and questions.